Support Center - Irving The Great Experience Maker responds to customer contacts through all channels regarding questions, problems and concerns. Major Activities ​ Handles customer questions via call, email and store escalation. Provides support in an up-beat and friendly manner. Logs all calls into the appropriate systems including detailed descriptions, history, and resolution of issues. Provides professional, timely and efficient follow-up by providing status updates and resolution information. Provides on-the-job training to new or less knowledgeable Customer Care agents. Maintain working knowledge of products. Other duties as assigned Minimum Education High School Diploma or GED Minimum Special Certifications or Technical Skills Strong familiarity using computers and the internet Minimum Type of Experience the Job Requires 1 year of previous Customer Service experience Other Strong verbal and written communication skills Exceptional customer service, listening, problem solving and interpersonal skills The ability to diagnose, troubleshoot and resolve (and follow up) issues over the phone in a fast-paced, dynamic environment Must be flexible and comfortable working in a new business environment A passion for crafting/making a plus Must be able to work any shift (7-9 Mon-Friday 8-7 Sat-Sun) Preferred Education College coursework a major plus Preferred Type of Experience the Job Requires Retail experience a plus Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job. At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca . The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com . Michaels offers a range of benefits to support team members and their families. Depending on position and eligibility, team members may have access to a 401(k) with employer match, an Employee Assistance Program, medical, dental, and vision coverage, telemedicine services, flexible spending accounts, commuter benefits, tuition assistance, adoption assistance, and various voluntary insurance options. All team members enjoy everyday perks such as employee discounts and access to partner discount programs. For a summary of benefits, visit the Michaels Benefits at a Glance page. For additional information regarding benefits, visit MIKBenefits.com Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together. Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL). EEOC Know Your Rights Poster in English EEOC Know Your Rights Poster in Spanish EEOC Poster Optimized for Screen Readers Federal FMLA Poster Federal EPPAC Poster